“Support shouldn’t be a forever thing. You can only have people yell at something that’s not your fault for so long before you go bananas,
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Lauren Smiley
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This can be true if you work in an organization that just doesn’t “get” or respect customer service and the massive value it can provide — insights on what product should be building, data (ideas, kuddos, improvements), and mainly relationship building. They are the front line reps shaping what your customers think of your brand as a whole, and people will be loyal to a company who treats them nicely, no b.s. scripts but refreshing transparency.

You can make support a forever thing when you stop seeing it as a “ticket center” or “call center” and start thinking of it as a customer advocacy department, customer champion center. Whatever you call it, the agents need to be empowered and they must have a seat at the table. They should be deeply immersed in the product feedback cycle. That is the difference between a “nowhere” gig where you are overworked on little pay, and a place you want to grow with. If you are isolated, lack autonomy, or are treated like a “lesser” part of the team, start looking for the companies that understand that support has far evolved. They are few but they exist.

I see it as a permanent thing. I deliberately moved into support and find it rewarding, mostly because most people do it badly. I have a shot of being the best of the best, and my company “gets” it.